Alert 360Reviews of alert360.com

I've been with Frontpoint, which merged into Alert 360 since 2010. The response time to an alarm is great: usually a phone call within 30 seconds after an alarm. I like the interlogix intrusion sensors, but not the smoke monitored smoke alarms, which seem to fail. My complaint is the lack of knowledge that I have encountered with calls to tech support. They really need to get more familiar with the product line to be at all helpful.

First, Ryan, the local technician was GREAT. He was prompt, courteous, friendly. He listened, problem solved, and quickly corrected our issue. That’s the good news. The call center was obnoxious, disinterested, rude, talked over me, and tried to tell me the first available appointment was over a week. When I said I couldn’t leave my home unarmed that long, he called the local office to see if they could get someone today. He said if they couldn’t find someone today, I had to wait over a week, that on none of the following days would there be anyone available, unless I wanted to PAY for an emergency visit. Fortunately, the local office came through. While I waited on the phone with the call center (15 minutes), I told him I have been an EMG customer for 14+ years, with 3 houses and one business and never had this kind of customer service while it was managed locally. I told him I would have to consider going elsewhere and he wasn’t concerned. You have a problem with customer service and it will drive your customers elsewhere.

Cons: Said they could monitor my system then said I needed to buy their system. Costs me $40 a month for 3 years. Pros: Knowledgeable tech. Great whole house app (Alarm.com). Great service and alerts. So I'm generally positive and happy with Alert360.